IT Support Engineer

What You’ll Do

• Serve as the first point of contact for team members seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Aid in the onboarding process for new hires, including providing necessary equipment and resources.
• Track the assignment of equipment to employees, ensuring proper distribution, usage, and timely returns.
• Collaborate with HR and cross-functional teams to manage the separation process for employees leaving the company.
• Install, make changes, and repair computer hardware and software.
• Determine the best solution based on the issue and details provided by team members.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by team members to the appropriate internal team.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

Who You Are

• Minimum of 2 years’ experience working in a help desk environment.
• Graduate of a bachelor’s degree, preferably a BS/Computer Science, MIS preferred but not required.
• Tech savvy individual with working knowledge of computer systems, mobile devices, and other tech products, and the ability to diagnose and resolve basic technical issues.
• Experience working in a cloud environment; preferably Azure/Entra.
• Skills with device security (Intune, Microsoft Defender), endpoint detection & response.
• Detail oriented and organized to keep track of technical support cases.
• A candidate with excellent written and verbal communication skills, especially as it relates to explaining technical concepts to non-technical users.
• An individual who understands the value of providing a high level of customer service.

Work Environment

• FloresHR’s standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch.
• Roles may be approved for other schedules by managers.
• This role operates in a professional hybrid environment based out of our Charlotte office (off West Morehead) (3 days in office).
• This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer.
• This role also utilizes other tools such as a phone, copy machine, and printer.
• Common programs often used are Outlook, Word, and Excel.
• This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations.